Refund policy

General Policy

Because threshld. sells frozen, perishable food shipped directly to you, this policy is built around food safety and the realities of cold-chain shipping rather than standard "return the item" e-commerce policies. Please read it alongside our Shipping & Delivery FAQ.

Due to the perishable nature of our products, we do not accept returns of delivered meals. All remedies for delivery problems are handled under the Damaged, Thawed, or Spoiled Delivery policy below.

Damaged, Thawed, or Spoiled Delivery

Arrives frozen or we make it right.

If your order arrives damaged, thawed, or spoiled, email contact@lhccollective.com within 24 hours of delivery with your order number and a photo of the box and its contents. The 24-hour window matches how long our dry-ice packaging keeps your order verifiably frozen in transit — after that window, we can't reliably confirm the product's condition at the time it arrived.

Depending on what you report, we'll resolve it one of these ways:

Confirmed cold-chain failure (arrived thawed or visibly spoiled): we reship the affected meals on our next production cycle, at no charge.
Minor or cosmetic damage (box or packaging affected, but the food is still frozen and safe to eat): we credit your next order.
If neither of those works for you, or it's a repeat issue: we'll issue a refund to your original payment method, at our discretion.

A photo of the box and its contents is what determines which remedy applies — without one, we'll default to a credit unless the report clearly describes a severe issue (e.g., visibly spoiled food).

Undelivered or Lost Packages

If a carrier confirms a package as lost, or delivery is delayed beyond a point where the contents can no longer be safely frozen, contact contact@lhccollective.com with your order number. We'll reship at no charge or issue a refund, depending on what you'd prefer and where your order is in production.

Cancelling Before Your Order Ships

Orders can be cancelled or changed free of charge any time before the weekly order cutoff (Sunday at midnight) for that week's shipment. Once an order has entered production for a given ship date, it can no longer be cancelled or refunded for that week — see our Subscription & Cancellation Policy for how to skip or cancel future deliveries.

Shipping Region

We currently ship to the contiguous United States only. If an order is placed with a delivery address outside this region, we will contact you to cancel and refund the order in full before it ships.

How Refunds Are Issued

Approved refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card issuer. Store credit is applied automatically to your account and available on your next order.